Edith Wachira
Partnerships And Policy Officer
Nairobi
Summary
A dedicated Partnerships and Policy Officer with over 3 years of experience in managing strategic partnerships and fostering client relationships to drive organizational success. Proven expertise in developing and implementing partnership strategies that enhance collaboration, strengthen stakeholder engagement, and influence policy decisions in alignment with organizational goals.
Skilled in policy analysis and advocacy, with a track record of executing targeted campaigns that deliver meaningful impact. A passionate advocate for change, committed to using every engagement as an opportunity to nurture key partnerships, advance comprehensive policies, and drive successful advocacy initiatives. Focused on fostering a culture of collaboration and strategic alignment that promotes long-term growth and influence.
Overview
3
3
years of professional experience
2
2
Certifications
Work History
Partnerships and Policy Officer
FSPN Africa
06.2024 - Current
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Improved department efficiency by streamlining and implementing policies and processes.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Maintained a strong understanding of relevant legislation, ensuring compliance within all drafted policies.
- Streamlined internal processes for improved efficiency in policy development and execution.
- Contributed to the formulation of strategic policies by providing expert advice and information to decisionmakers.
- Established productive relationships with industry leaders, fostering partnerships that informed policymaking efforts.
- Developed targeted outreach strategies to engage community members in the formation of local policies.
- Enhanced policy implementation by conducting thorough research and analysis on various issues.
- Provided detailed reports on program outcomes demonstrating the impact of implemented policies.
- Monitored and evaluated policy effectiveness, recommending necessary adjustments for optimal results.
Customer Experience Manager
DeepAfrica
01.2024 - 06.2024
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Reduced response time to customer inquiries by optimizing support channels.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Developed new employees and on-going performance assessment of current employees.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
Customer Service Supervisor
Ipsos Kenya
09.2022 - 12.2022
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Downloaded and analyzed survey data from the SPSS system and distributing it to the team members for follow-up call interviews.
- Prepared and updated daily and weekly progress reports.
- Identified and assessed clients' needs to achieve satisfaction.
- Collaborated with the leadership team to identify relevant questions and determine the best methods of data collection.
- KPI management.
- Interviewers’ training and performance evaluation.
Customer Service Representative
Ipsos Kenya
09.2021 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Led quarterly customer service meetings to review performance and set goals for improvement.
International Relations Assistant
International Transformation Foundation
05.2021 - 09.2021
- Global Operations Management: Assist in creating and overseeing the International Transformation Foundation’s (ITF) global operations, ensuring smooth coordination and management across all regions.
- Facilitation and Coordination: Act as the primary point of contact for all international affairs, facilitating communication and collaboration between various stakeholders, partners, and branches of ITF.
- Branch Oversight: Support the direction of ITF’s International Office branches, including involvement in project planning, implementation, and evaluation processes, while ensuring effective oversight of branch budgets.
- International Initiatives: Assist in initiating and executing international marketing, communication, and fundraising efforts aimed at expanding ITF’s global footprint and enhancing its international reputation.
- Expansion and Growth: Play a pivotal role in ITF’s international expansion, known as the "ITF Dream Challenge," by supporting efforts to establish new branches in West Africa and other regions around the world.
Education
Bachelor of Arts - International Relations And Security Studies
Daystar University
Nairobi, Kenya 04.2001 -
Skills
Stakeholders Partnership Management
Relationship Building and Management
Client Relationship Management
Donor Mapping and Relations
Policy analysis
Market Research
Public relations
Social Media Management
Report Writing
Community Relations
Effective Communication
Cross-cultural Communication
Program Management
Policy compliance understanding
Timeline
Partnerships and Policy Officer
FSPN Africa
06.2024 - Current
Customer Experience Manager
DeepAfrica
01.2024 - 06.2024
Customer Service Supervisor
Ipsos Kenya
09.2022 - 12.2022
Customer Service Representative
Ipsos Kenya
09.2021 - 09.2022
International Rescue Committee (IRC); Personal Safety and Security
06-2021
International Relations Assistant
International Transformation Foundation
05.2021 - 09.2021
AIESEC; Global Volunteer
08-2019
Bachelor of Arts - International Relations And Security Studies
Daystar University
04.2001 -
Referees
Peninah Kibe
Treasury and Reporting, Deloitte & Touche
Email: pwachira@deloitte.co.ke Tel: +254729905906
Jackline Isalano
Project Manager, Geopoll Kenya
Email: Jacklyne.Isalano@gmail.com Tel: +254716534941
Tracy Tuwei
Customer Service Manager, Ipsos Kenya
Email: Tracy.Tuwei@ipsos.com Tel: +254742737696